BMC Helix ITSM Review

It holds us accountable for IT services, leading to a reduction in IT service outages.


What is most valuable?

For us, there are two main features that are most valuable:

  • IT Service Management, and
  • Service Support

How has it helped my organization?

It holds us accountable for IT services, leading to a reduction in IT service outages.

It's also given us a tight and streamlined management of services and reduction in resource utilization.

What needs improvement?

It could be improved in the areas of cloud management, documentation, and training.

For how long have I used the solution?

I've been using it for 10+ years.

What was my experience with deployment of the solution?

We didn't encounter any issues with deployment.

What do I think about the stability of the solution?

It's been stable for us.

What do I think about the scalability of the solution?

It's scaled for us as needed.

How are customer service and technical support?

Customer Service:

Customer service is good.

Technical Support:

Technical support is good.

Which solution did I use previously and why did I switch?

We didn't use a previous solution.

How was the initial setup?

The initial setup was straightforward.

What about the implementation team?

We used a vendor team for implementation. There was a significant time frame for analysis and design in implementing the solution.

Which other solutions did I evaluate?

We didn't look at other solutions.

What other advice do I have?

I highly recommend this solution.

Disclosure: My company has a business relationship with this vendor other than being a customer: We're an authorized partner.
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